Additional Complaint Information
BBB’s business profile for Sunrun, Inc. was created in April 2009. A review of complaints was completed in November 2023. Complaints on file state issues with customer service. BBB encourages consumers to review the following links with Customer Service information.
https://www.sunrun.com/contact-us
https://www.sunrun.com/why-sunrun/your-guarantee
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
We had solar panels installed by Sunrun about 15 years ago. Last year with the heavy rains, there was a leak in our roof under the panels. We had to ask Sunrun to remove the panels to allow a roofing company to repair the roof. It took a few months to get them to remove the panels. Our roof was repaired in March. Since then we have been chasing Sunrun to reinstall the panels. It has been really hard to get a response from them. After 4-5 emails or phone calls, we get some response. First it was that their Design Team had to come out and look at the roof and do something (don't know what!). The Design Team person came out in April. After that they were going to apply for a permit to the city. Till date we are being given the runaround: first, the design team has finally approved the 'design'; now they are applying for a permit; now they are waiting for the permit; once they have the permit they will schedule the reinstall which could still be a couple of months away because they are very busy! All this delay and runaround plus they're charging us $170 per panel for doing this work. We have 28 panels so the amount comes to about $5000.
Business response
08/21/2024
An Escalations Expert contacted the customer regarding their concerns.Customer response
08/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. However, we still don't have a date for when they are going to reinstall the panels. They continue to claim that they are VERY busy and are unable to schedule a firm date yet. This has been the situation for the last six months. So, really, nothing has changed except that now I am able to talk to somebody. Thank you!
Sincerely,
Sadhna J****Initial Complaint
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently doubled the amount of solar panels on my house along with a battery wall with the impression that the electric bill would be greatly reduced. Since the new system has been installed the utility bill has remained the same or gone up slightly, I reached out to sunrun (along with my utility company) to understand why. I was told by representative over the phone that my system was underperforming and they would transfer me to a different department, I sat on hold for over an hour and then tried the live chat and email options. The live chat representative told me the opposite of what I was told on the phone and the gave me tips to reduce my usage. The usage has not gone up and was reduced compared to last year. According to my bill, I only generated 640kWh last month on the hottest/ sunniest month on record for my area. The month prior I generated over 1000. I tried to email and was told that the email will not be monitored after next week and I should either call or chat again. The chat conversation was ended by the agent with no help or solution other than to call and wait on hold for hours with no resolution. I would appreciate some communication with an actual person at sunrun and not just scripted responses for similar issues. I would also like to a request a copy of the contract that was signed with sunrun.Business response
08/15/2024
An Escalations Expert contacted the customer regarding their concerns.Initial Complaint
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had rooftop solar installed by SunRun of Arizona. During the installation they installed a used/faulty breaker on the main panel. This caused scorching to the main breaker panel causing multiple shorts throughout the home electrical system. They have continued to refuse to repair the damage they caused.Business response
08/15/2024
An Escalations Expert contacted the customer regarding their concerns.Initial Complaint
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
August 14th, 2024 at approximately 5:30pm a door to door salesman came to my door. When I told him I was the sole caretaker of my two small children and currently working, he ignored me and continued speaking over me to attempt to get me to purchase his solar product. When I told him that I couldn't talk, he still continued to speak over me, trying to sell his product. I finally had to be a bit stern with him, telling him that I was working and I could no longer continue to talk. He then told me that he's "working too" and when I started to walk into my house he told me he'd "forgive my rudeness but would be back."Business response
08/15/2024
An Escalations Expert reached out to the customer via email August 15, 2024.Customer response
08/15/2024
Complaint: ********
I am rejecting this response because:The customer service representative basically told me that they were looking into the matter. Nothing has been resolved.
Sincerely,
Shawn L**Business response
08/22/2024
An Escalations Expert spoke to the customer on August 16, 2024, offering a resolution.Customer response
08/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Shawn L**Initial Complaint
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On August 9, 2024 a tree fell on the roof of my house causing extensive damage to my home. I am unable to make any repairs on my home until the solar panels are removed. Sunrun was contacted on Saturday & again on Monday. I was told my request would be expedited. It is now Wednesday & still no one has contacted me. Half the ceiling in the bedroom is destroyed. They were told it was an emergency & I am still waiting.Business response
08/15/2024
An Escalations Expert reached out to the customer via email August 15, 2024.Customer response
08/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Brian D*******Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was completely duped and told my solar would install would never be above $187 dollars and that it would cover 99% of my electric bill. ONE MONTH LATER I GET A BILL FROM UTILITY COMPANY FOR $300+ and they said this is a typical scam. I called my sales rep to remove them immediately and cancel my contract. He went on to ignore my calls and text and say sorry too bad i already signed the contractBusiness response
08/14/2024
An Escalations Expert requested to pull this back from 3rd party so they could make contact with the customer.Customer response
08/14/2024
Complaint: ********
I am rejecting this response because:I continuously call and from my attachement was on hold for 4 hours yesterday and was told basically too bad
Sincerely,
Michael F*****Business response
08/16/2024
An Escalations Expert has scheduled a phone call with the customer for August 16, 2024.Initial Complaint
08/13/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
Install solar panel on roof the job was completed in June 2024. The panel not activated and coned forward me two notices that sunrun have not completed the certificate to activate The outhouse of panel to save money but if they are not going to activate them why did they preform the installation The installation was coveted by a government *****Business response
08/14/2024
An Escalations Expert contacted the customer regarding their concerns.Customer response
08/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************-**********Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Company has door to door salesmen who continue to harass us at our residence after being told politely not to return three separate times. Two representatives have said they would make a note for other representatives to not come back to our house. Representatives continue to bother us after being told that we are not interested. They ignore the no solicitation sign in the front yard and claim they are not selling anything. Representatives argue with us when asked to leave. One representative entered our yard and approached us while in the backyard without ever knocking or ringing the doorbell. Called company customer service, and when stating that I wanted to file a complaint, was put on indefinite hold.Business response
08/13/2024
An Escalations Expert contacted the customer regarding their concerns.Customer response
08/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Jamie M*****Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Solar system had 41 panels until August 2013 and my savings where very good Sunrun representative called me and told me if I add 8 more panels and pay them $58.00 per month I will not get any other electric bills which is totally false My electric bill since they added the additional panels is much, much higher than before I been complaining to them for one year nothing has changed a representative was here twice but no results Spoke to Ms Dacy T********** from Sunrun who handles my case but she spoke to me once and I had contacted her several times and texted her no call back My case number at Sunrun is ******** I stopped paying the $ 58.00 since it’s costing me more money to have Solar power then without it Either they fix the problem or they should remove the panels The deal was they own the system and I get have of the kilowatt production They’re only given me from the 7 additional panels productions and not my existing 41 panelsBusiness response
08/13/2024
An Escalations Expert contacted the customer regarding their concerns.Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My solar panels are not working and have not worked since the end of May 2024. When I discovered this via my ******** **** electrical bill, I contacted the company. I did print out the trouble shooting checklist to try to address the problem to no avail. I then called the company and after being on the phone for almost 30 minutes, I was told that the earliest date that m system could be looked at was Sept. 6th 2024. When I protested the lack of urgency, I was told that I would be put on a waiting list in case of a cancellation by another customer, that was the only thing that could be done. I was told someone would contact me to talk about compensation and I have heard from no one. In the meantime, I am getting $200+ bills from ******** **** because of no solar credits.Business response
08/13/2024
An Escalations Expert contacted the customer regarding their concerns.
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Customer Complaints Summary
4,508 total complaints in the last 3 years.
1,410 complaints closed in the last 12 months.